# Technical Support Engineer

**Company:** [OPSWAT](https://hotfix.jobs/companies/opswat)
**Location:** Tokyo, Japan
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** Windows, Windows Server, Linux, Networking, Log Analysis, Docker, Kubernetes, Terraform, Ansible, Python, PowerShell, AWS, Azure, GCP, MySQL
**Posted:** 2026-08-06

> Provides advanced technical support for OPSWAT cybersecurity solutions in Japan, diagnosing escalated customer issues through log analysis, system diagnostics, network troubleshooting, and lab reproduction. Requires a bachelor’s degree or equivalent experience, strong Windows and networking knowledge, Japanese-language customer support, and at least four years of relevant experience.

## Job Description

## Responsibilities
- Handle complex and escalated technical issues from Japanese partners and customers via phone, case system, and chat.
- Provide advanced troubleshooting and support for OPSWAT solutions through log analysis, system diagnostics, and network configuration.
- Conduct remote sessions with customers.
- Reproduce customer issues in lab environments and validate solutions and bug fixes.
- Evaluate issue complexity and escalate cases to Tier 3 support.
- Collaborate with global Tier 1, Tier 2, and Tier 3 support teams.
- Work with the Technical Account Manager in Japan to support customers in Japan.
- Support technically oriented customers, including engineers and IT personnel.
- Provide customer status updates while adhering to SLAs and commitments.
- Maintain clear, professional communication to ensure positive customer experiences and CSAT.
- Create and update knowledge bases for customer self-service.
- Mentor support inquiries from Japanese customers and partners and contribute to support process improvements.
- Participate in professional services delivery and other projects or operations as requested.

## Requirements
- Bachelor’s degree in computer science, a technical discipline, or equivalent experience.
- Strong knowledge of Windows and Windows Server.
- Foundation in basic networking concepts.
- Basic knowledge of Linux, with an interest in expanding that knowledge.
- Logical thinking and the ability to analyze logs and troubleshoot software and IT issues.
- Spoken and written English skills.
- Strong communication, interpersonal, collaboration, and organizational skills.
- Customer-oriented attitude.
- At least 4 years of experience providing customer support for technical software products, working in a technical helpdesk environment, or in a related field.

## Nice-to-haves
- Experience working with offshore teams.
- Familiarity with computer programming.
- Technical familiarity with macOS.
- Cybersecurity experience, including file, device, or network security.
- Network integration experience with platforms such as Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, and Extreme.
- Experience with DevOps tools, including Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, and the ELK stack.
- Experience with cloud services such as Azure, AWS, or Google Cloud.
- Knowledge of sandbox and anti-malware products.
- Experience working on Linux-based infrastructure.
- Scripting experience with Bash, PowerShell, or Python.
- Experience configuring and managing MySQL or MongoDB databases.

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